Hi team,
I spoke with Candice today and currently she is dealing with her father’s
pneumonia, which has left him in a bit of a compromised situation.
I spoke to Candice about pausing services until we receive payment for
their services rendered in the past. Candice got very upset with me and
started yelling at me and speaking inappropriately and then apologized
quickly.
From our conversation, she did indicate that she would pay $3000 today and
work towards finding a solution for the remaining balance owing. Candice
expressed several times how she still doesn’t understand the invoice’s
despite everybody going through them with her and she indicated that she
would just prefer to have one invoice that says how much CDHC covered and
on the same invoice indicate what they owe for TheKey. Candace also
mentioned several times that she has every intention to pay the outstanding
amount. She started to cry and indicated that she would never not pay
something that they owe, she just wants it to make sense.
I did let her know that I would let the billing team know that she will
make that $3000 payment today. I also let her know that if that payment was
not received today that we would have to pause services after Monday.
She understands this.
*Respectfully, *
*Shawntel Sousa, LPN*
Client Success Manager | TheKey
Mobile: 403-305-6588 Office: 403-301-3777
<http://www.thekey.com>
On Thu, Mar 12, 2026 at 10:06 AM Chuck Terlesky <cterlesky@thekey.com>
wrote:
> We will suspend services depending on the outcome of the conversation
> Shawntel has with Candice - they represent 64 hours monthly.
>
> I am not aware of a communication letter stating the termination of
> services. If you have one please provide it to me.
>
> Thanks,
> Chuck
>
>
>
> On Thu, Mar 12, 2026 at 9:42 AM Lito Delapena <lito.delapena@thekey.com>
> wrote:
>
>> HI Team,
>>
>> As we prepare to cut services for the Albos, do we need to provide any
>> communication or documentation?
>>
>> Thank you,
>>
>> Lito Delapena
>>
>> Customer Contact and Collections Manager | TheKey
>>
>> Mobile: 619-722-8561
>>
>> <http://www.thekey.com>
>>
>>
>>
>> On Thu, Mar 12, 2026 at 7:42 AM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> @Chuck Terlesky <cterlesky@thekey.com> is service suspended? We need to
>>> do so asap. Shawntel can follow up tomorrow
>>>
>>> On Wed, Mar 11, 2026 at 6:18 PM Shawntel Sousa <ssousa@thekey.com>
>>> wrote:
>>>
>>>> Hi,
>>>> I’m an away tomorrow. Are you ok if I call her on Friday to let her
>>>> know about us having to pause services?
>>>>
>>>> I will also remind her that she cannot take our caregiver because I
>>>> know she will try with the other company.
>>>>
>>>> *Respectfully, *
>>>>
>>>> *Shawntel Sousa, LPN*
>>>>
>>>> Client Success Manager | TheKey
>>>>
>>>> Mobile: 403-305-6588 Office: 403-301-3777
>>>>
>>>>
>>>> <http://www.thekey.com>
>>>>
>>>>
>>>>
>>>> On Wed, Mar 11, 2026 at 4:08 PM Lito Delapena <lito.delapena@thekey.com>
>>>> wrote:
>>>>
>>>>> HI Chuck and Shawntel,
>>>>>
>>>>> As of today 3/11/2026, Candance has not responded to my attempts to
>>>>> collect the open balance for her parents. I recommend we pause or suspend
>>>>> services for both Mary and Ray Albo as soon as we can to avoid
>>>>> further accumulation of the balanced owed. Please let me know if you have
>>>>> any questions or concerns.
>>>>>
>>>>> Thank you,
>>>>>
>>>>> Lito Delapena
>>>>>
>>>>> Customer Contact and Collections Manager | TheKey
>>>>>
>>>>> Mobile: 619-722-8561
>>>>>
>>>>> <http://www.thekey.com>
>>>>>
>>>>>
>>>>>
>>>>> On Fri, Mar 6, 2026 at 2:27 PM Lito Delapena <lito.delapena@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi Candace,
>>>>>>
>>>>>> I just wanted to follow up to see if you’ve had a chance to review
>>>>>> the invoices and CDHC payment summaries that I shared with you.
>>>>>>
>>>>>> We understand how important it is for your parents to continue
>>>>>> receiving care, and we truly want to support them in maintaining the
>>>>>> services they need. At the same time, we do need an update on when we might
>>>>>> expect payment toward the outstanding balance.
>>>>>>
>>>>>> As the balance continues to grow, we may need to begin discussing the
>>>>>> possibility of temporarily pausing services while we wait for payment. Our
>>>>>> hope is to avoid any disruption in care, so we would really appreciate
>>>>>> connecting with you to review the invoices and discuss next steps.
>>>>>>
>>>>>> Please let me know if you have any questions or if it would be
>>>>>> helpful to go over the details together.
>>>>>>
>>>>>> Thank you, and I look forward to hearing from you.
>>>>>>
>>>>>> Lito Delapena
>>>>>>
>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>
>>>>>> Mobile: 619-722-8561
>>>>>>
>>>>>> <http://www.thekey.com>
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Mon, Mar 2, 2026 at 1:47 PM Lito Delapena <
>>>>>> lito.delapena@thekey.com> wrote:
>>>>>>
>>>>>>> HI Candace,
>>>>>>>
>>>>>>> There will be invoices that were initially generated for the hourly
>>>>>>> rate difference and, at a later date, additional invoices reflecting
>>>>>>> service dates that CDHC ultimately declined to cover.
>>>>>>>
>>>>>>> As previously outlined, we bill the private pay rate difference
>>>>>>> immediately, which reflects the difference between our hourly rate and the
>>>>>>> CDHC maximum coverage rate. Those invoices have been issued consistently
>>>>>>> and are separate from the portion submitted to CDHC.
>>>>>>>
>>>>>>> After submitting claims to CDHC for the covered portion of services,
>>>>>>> we were later notified that certain service dates were denied due to
>>>>>>> benefit frequency limits being reached. Because CDHC reimbursement operates
>>>>>>> on a first-paid basis across providers, we do not have visibility into when
>>>>>>> another agency submits their claims. If another provider exhausts the
>>>>>>> available benefit amount before our claims are processed, CDHC reduces or
>>>>>>> denies our reimbursement accordingly. When this occurs, the unpaid balance
>>>>>>> becomes the responsibility of the client.
>>>>>>>
>>>>>>> Although the service dates and caregivers listed on the invoices may
>>>>>>> align with previously issued statements, this does not constitute duplicate
>>>>>>> billing. The initial invoices reflect the hourly rate difference only. The
>>>>>>> subsequent invoices reflect hours that CDHC confirmed were not covered due
>>>>>>> to benefit limits being reached. These are separate billing components tied
>>>>>>> to the same service dates.
>>>>>>>
>>>>>>> For your reference and transparency, I am reattaching the Health
>>>>>>> Claim Summaries for both of your parents, along with copies of the invoices
>>>>>>> that were transferred to private pay after Alberta Blue Cross confirmed the
>>>>>>> non-covered amounts.
>>>>>>>
>>>>>>> Please let us know if you would like to review any specific invoice
>>>>>>> in further detail.
>>>>>>> Thank you,
>>>>>>>
>>>>>>> Lito Delapena
>>>>>>>
>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>
>>>>>>> Mobile: 619-722-8561
>>>>>>>
>>>>>>> <http://www.thekey.com>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> On Thu, Feb 26, 2026 at 10:25 AM candicea@shaw.ca <candicea@shaw.ca>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Hello again,
>>>>>>>> My question is not about the hourly rates charged.
>>>>>>>> It is about the duplicate invoices for the same billed service
>>>>>>>> dates.
>>>>>>>> I do not wish to pay twice for the same person and service period,
>>>>>>>> which is what is noted on your billing for invoices 1231897,
>>>>>>>> 1244341,1242689,1226207.
>>>>>>>> Please review and revise your billing for the service periods noted
>>>>>>>> in my email dated Feb 25th attached .
>>>>>>>>
>>>>>>>> See below and advise,
>>>>>>>> Candice Albo
>>>>>>>>
>>>>>>>>
>>>>>>>> ------------------------------
>>>>>>>> *From:* Lito Delapena <lito.delapena@thekey.com>
>>>>>>>> *Sent:* Wednesday, February 25, 2026 2:26 PM
>>>>>>>> *To:* candicea@shaw.ca <candicea@shaw.ca>
>>>>>>>> *Cc:* Shawntel Sousa <ssousa@thekey.com>; Chuck Terlesky <
>>>>>>>> cterlesky@thekey.com>; Marc Atkinson <marc.atkinson@thekey.com>
>>>>>>>> *Subject:* Re: Mary and Ray Albo | Invoices 1231897, 1244341,
>>>>>>>> 1242689, 1226207
>>>>>>>>
>>>>>>>> Good Afternoon Candice,
>>>>>>>>
>>>>>>>> Thank you for taking time out of your day to review the
>>>>>>>> documentation i sent regarding the current state of billing for your
>>>>>>>> parents and their outstanding balance. Hope that the following explanation
>>>>>>>> gives you peace of mind and confirmation you seek in regards to what we
>>>>>>>> have billed and what is currently due at this time.
>>>>>>>>
>>>>>>>> Per our established invoicing procedures, we have always billed the
>>>>>>>> private pay rate difference at the time services were rendered.
>>>>>>>>
>>>>>>>> Mary and Ray’s total service rate is $38.00/hour. CDHC coverage is
>>>>>>>> capped at $34.03/hour, resulting in a $3.97/hour private pay
>>>>>>>> responsibility. This rate difference has been invoiced consistently since
>>>>>>>> July 2023. For 2-hour shifts, this equates to $7.94 per day. These invoices
>>>>>>>> reflect only the uncovered rate difference and have been issued on their
>>>>>>>> regular billing cycle.
>>>>>>>>
>>>>>>>> The CDHC-covered portion ($34.03/hour) is submitted directly to
>>>>>>>> CDHC in accordance with each client’s authorized monthly hours (95.05 hours
>>>>>>>> for Mary and 147.92 hours for Ray). As these authorizations significantly
>>>>>>>> exceed the number of hours provided by our agency, we are obligated to
>>>>>>>> submit claims to CDHC under the expectation that coverage remains available.
>>>>>>>>
>>>>>>>> CDHC reimbursement operates on a first-paid basis across providers.
>>>>>>>> If another agency submits claims first and exhausts available benefits,
>>>>>>>> CDHC subsequently denies our claims. Upon receipt of the official Health
>>>>>>>> Claim Summaries from Alberta Blue Cross confirming denial, those balances
>>>>>>>> are transferred to the clients’ private accounts as non-covered services.
>>>>>>>> This process is consistent with standard billing protocol and has been
>>>>>>>> applied appropriately in this case.
>>>>>>>>
>>>>>>>> The outstanding 2025 invoices reflect services that were provided
>>>>>>>> in good faith and subsequently denied by CDHC due to benefits being paid to
>>>>>>>> another provider. Copies of the Health Claim Summaries outlining these
>>>>>>>> denials were shared for full transparency.
>>>>>>>>
>>>>>>>>
>>>>>>>> To be clear:
>>>>>>>>
>>>>>>>> -
>>>>>>>>
>>>>>>>> The hourly rate difference has always been billed to private
>>>>>>>> pay immediately.
>>>>>>>> -
>>>>>>>>
>>>>>>>> The CDHC portion was properly submitted within authorized
>>>>>>>> limits.
>>>>>>>> -
>>>>>>>>
>>>>>>>> Once CDHC confirmed denial, those amounts became the
>>>>>>>> responsibility of the private account holder.
>>>>>>>>
>>>>>>>> The services reflected on the open invoices were delivered as
>>>>>>>> scheduled and fall within the financial responsibility of the account. We
>>>>>>>> respectfully request that the outstanding balances be remitted promptly to
>>>>>>>> avoid further escalation.
>>>>>>>>
>>>>>>>> Please let us know if there are specific invoices you would like
>>>>>>>> reviewed individually. We are available to walk through them in detail.
>>>>>>>> Thank you and i looked forward to hearing from you!
>>>>>>>>
>>>>>>>>
>>>>>>>> Lito Delapena
>>>>>>>>
>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>
>>>>>>>> Mobile: 619-722-8561
>>>>>>>>
>>>>>>>> <http://www.thekey.com>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Feb 23, 2026 at 12:49 PM candicea@shaw.ca <candicea@shaw.ca>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>> Hello,
>>>>>>>> I've been trying to unravel your most resent billing.
>>>>>>>>
>>>>>>>> Invoice 1244341 for Mary Albo
>>>>>>>> Service date Jan 12 to 23 , 2026
>>>>>>>>
>>>>>>>> Service date Jan 14th is charged on two invoices for the same
>>>>>>>> service period. INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 15th is charged on two invoices for the same
>>>>>>>> service date . INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 16th is charged on two invoices for the same
>>>>>>>> service date . INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 19th is charged on two invoices for the same
>>>>>>>> service date . INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 21st is charged on two invoices for the same
>>>>>>>> service date . INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 22nd is charged on two invoices for the same
>>>>>>>> service date . INV 1244341 and again on INV 1231897
>>>>>>>> Service date Jan 23rd is charged on two invoices for the
>>>>>>>> same service date . INV 1244341 and again on INV 1231897
>>>>>>>>
>>>>>>>> Invoice 1246353 for Ray Albo
>>>>>>>> Service date from Jan 12 to 23rd 2026
>>>>>>>>
>>>>>>>> Service date Jan 12th is charged on two invoices for the same
>>>>>>>> service date . INV 1246353 and again on INV 1231912
>>>>>>>> Service date Jan 14th is charged on two invoices for the same
>>>>>>>> service date . INV 1246353 and again on INV 1231912
>>>>>>>> Service date Jan 15th is charged on two invoices for the same
>>>>>>>> service date . INV 1246353 and again on INV 1231912
>>>>>>>>
>>>>>>>> It looks like I will have to go through all of the invoices dating
>>>>>>>> back to review double charges before I can confirm what is actually owning.
>>>>>>>> So far, I have reviewed these invoices noted above and they will
>>>>>>>> need to be revised before I can forward payment on the service dates of Jan
>>>>>>>> 12 to 23rd....
>>>>>>>> I would like theses 4 invoices revised as soon as possible as I
>>>>>>>> don't want to fall even further behind in payments.
>>>>>>>>
>>>>>>>> Your earliest reply for these service dates is appreciated.
>>>>>>>> Candice Albo
>>>>>>>>
>>>>>>>>
>>>>>>>> ------------------------------
>>>>>>>> *From:* Lito Delapena <lito.delapena@thekey.com>
>>>>>>>> *Sent:* Tuesday, February 17, 2026 9:50 AM
>>>>>>>> *To:* candicea@shaw.ca <candicea@shaw.ca>
>>>>>>>> *Cc:* Shawntel Sousa <ssousa@thekey.com>; Marc Atkinson <
>>>>>>>> marc.atkinson@thekey.com>; Michelle Schefter <
>>>>>>>> michelle.Kenaga@thekey.com>
>>>>>>>> *Subject:* Re: Mary and Ray Albo | Alberta Blue Cross Health Claim
>>>>>>>> Summaries and TheKey
>>>>>>>>
>>>>>>>> Good Morning Candice,
>>>>>>>>
>>>>>>>> I hope you are doing well. I wanted to follow up to see if you have
>>>>>>>> had an opportunity to review the invoice and payment summaries.
>>>>>>>>
>>>>>>>> I also wanted to make you aware that two additional invoices have
>>>>>>>> been moved to your parents’ account because the associated services
>>>>>>>> exceeded the available benefits.
>>>>>>>>
>>>>>>>> Please let me know if you have any questions or if you would like
>>>>>>>> to review these items together. I’m happy to assist.
>>>>>>>>
>>>>>>>> Thank you,
>>>>>>>>
>>>>>>>> Lito Delapena
>>>>>>>>
>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>
>>>>>>>> Mobile: 619-722-8561
>>>>>>>>
>>>>>>>> <http://www.thekey.com>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Thu, Feb 5, 2026 at 2:54 PM Lito Delapena <
>>>>>>>> lito.delapena@thekey.com> wrote:
>>>>>>>>
>>>>>>>> Hi Candice,
>>>>>>>>
>>>>>>>> It was a pleasure speaking with you earlier today, and thank you
>>>>>>>> again for your patience while I was out of the office. I wanted to follow
>>>>>>>> up on our conversation, outline the next steps we discussed, and provide
>>>>>>>> the documentation you requested.
>>>>>>>>
>>>>>>>> As mentioned, I have attached the Blue Cross payment summaries
>>>>>>>> reflecting the rejection of certain invoice submissions due to daily
>>>>>>>> benefit limits being exceeded. I have also included copies of the impacted
>>>>>>>> invoices for your review.
>>>>>>>>
>>>>>>>> While you noted that you have not yet received these summaries
>>>>>>>> directly from Blue Cross, the documents provided reflect the same
>>>>>>>> information regarding amounts paid and unpaid.
>>>>>>>>
>>>>>>>> I truly appreciate you sharing your concerns about the notification
>>>>>>>> you received indicating a higher balance than anticipated, and I apologize
>>>>>>>> for how abruptly this information was initially communicated. Your request
>>>>>>>> to first review the supporting documentation is completely understandable,
>>>>>>>> and please take all the time you need to review the materials provided.
>>>>>>>>
>>>>>>>> We also discussed your continued concern regarding the
>>>>>>>> decimal-point adjustment reflected on the invoices. I understand this
>>>>>>>> remains an outstanding and important issue for you, and we will continue
>>>>>>>> reviewing this internally to ensure clarity and accuracy.
>>>>>>>>
>>>>>>>> Lastly, I want to acknowledge the challenges you shared regarding
>>>>>>>> caregiver availability and the additional strain this places on you when
>>>>>>>> coverage gaps occur. We recognize how difficult this can be and truly
>>>>>>>> appreciate you bringing this to our attention during our discussion.
>>>>>>>>
>>>>>>>> Please do not hesitate to reach out if you have any questions or
>>>>>>>> need further clarification. You may contact me directly at 619-722-8561.
>>>>>>>>
>>>>>>>> Thank you again, and I look forward to continuing to partner with
>>>>>>>> you toward a thoughtful and appropriate resolution.
>>>>>>>>
>>>>>>>> Warm regards,
>>>>>>>>
>>>>>>>> Lito Delapena
>>>>>>>>
>>>>>>>> Customer Contact and Collections Manager | TheKey
>>>>>>>>
>>>>>>>> Mobile: 619-722-8561
>>>>>>>>
>>>>>>>> <http://www.thekey.com>
>>>>>>>>
>>>>>>>>
>
> --
> Chuck Terlesky B.A., CCPE
> General Manager
> Calgary, Alberta
>
> Calgary: 403-301-3777
>
> TheKey.ca <https://thekey.ca/>
>
> [image: TheKey]
>
>